Car rental company refused issuing me an invoice for the damage charge

clee9

FYI - This post is posted in Consumer Rights forum as well.

Thank everyone in advance to help me in my recent situation.

I hired a car before going to Greece for our holidays, the deal was done via an agency called DiscoverCars who charged me the service fee, the actual rental was paid to Abbycar located in Greece. Unfortunately the car hit a rock on the roadside that damaged the front bumper. on return Abbycar estimated the cost of repair about €500 plus other admin fees in total €900. I had to pay the excess €700, rest would be settled by the insurance.

As I had a separate exceed insurance, once returned home I started claim process. all paperwork was fine except missing the damage charge invoice. Abbycar insisted their damage matrix was an invoice but not accepted by my insurance company. There were numbers of email exchanges, Abbycar stopped responding my emails now but I still don't get an invoice needed for the claim.

I called Halifax, as I used their credit card for the €700 excess payment, I thought by law they should entitle same responsibility as their merchant. Firstly they credit my account, a few days later they debit back again. When I called in they told me two different stories ( by the way the whole process I felt Halifax and Lloyds in a mess, hard to get an answer for a simple issue), one was they closed the case because they didn't receive required document, actually I emailed them straight after I got their text; another story was Abbycar resubmitted the charge again as they met all the agreement conditions. I told Halifax that I was challenging Abbycar charged me without an invoice, I wasn't challenging them violate the agreement, but Halifax still insisted their decision.

In the end, I still don't have the invoice, excess insurance unable to proceed due to lack the invoice. I am thinking to use small amount court claim but not sure if I am able to do it cross countries.

I appreciate any suggestions how I can move forward. My questions include
1) Is going on court an option? which court, UK or Greece?
2) Is Halifax decision right?
3) Does DiscoverCars have any responsibilities in this case?
4) Is excess insurance request for an invoice reasonable? in my view the charges are clear and proved, they said even a hand-written invoice would be fine.

NSG666

It's a detailed post but the nub of it is that you need an invoice to support your excess claim?

I'd be tempted to contact DiscoverCars and ask for their help. Although they don't have a legal responsibility they probably want their customers to have good service from the rental provider.

eDicky

clee9 said:

 they said even a hand-written invoice would be fine.

Who said this..?

Normally the damage charge document issued by the hire firm should be accepted as an invoice by the company providing excess cover insurance.

The hire firm often don't actually have the damage repaired, if not serious, but simply continue renting out the vehicle with it marked as existing damage.

Halifax are unlikely to be useful as what you paid for was provided.

clee9

eDicky said:

clee9 said:

 they said even a hand-written invoice would be fine.

Who said this..?

Thanks eDicky. The excess insurance company has said that a hand-written invoice would be fine. I thought the document I sent included all the info they need, I am not sure why they wanted to see the invoice.

eDicky

I suggest that you insist with the excess insurance provider (please name them) that the 'damage matrix' (?) Issued by Abbycar is in fact an invoice, that it clearly indicates the excess amount you are being charged and what it's for, that it is considered by Abbycar to be such an invoice and nothing further can be issued by them, and that you raise a formal complaint if they still try to fob you off, with your intention to take it further (financial ombudsman, legal action) made apparent.